CASE STUDY

Tony Jackson was first employed in a busy branch office of a building society on a Youth
Training Scheme but left after two years because there was no permanent position available at that time. However, nine months later and following a period on continual rapid growth in business a new position was established in the branch. Jackson applied and got the job. After speaking on the telephone to the personnel department at head office, Mary Rogers the branch manager told her staff that she had always got on well with Tony Jackson. He seemed very bright, did everything asked of him and never caused her any trouble

Jane Taylor had been employed with the branch for the past four years, since leaving sixth form college. Her main duties were those of a cashier and assisting with mortgage advance accounts.
Two weeks before Jackson was due to start work Mary Rogers asked to see her. ‘From now on,
Jane, I would like you to ast as senior branch assistant. I need someone to take some of the weight off my shoulders. Your main task will be to be responsible for the quality and accuracy of the work of the staff and to look after things when I’m not here.’

‘Well...er...thank you, Miss Rogers. This is unexpected. It sounds exciting, but I wonder if...’
‘Oh, I know you can manage, Jane,’ continued Mary Rogers. ‘You know I tend to rely on you already. Anyway I’ve arranged for you to attend a refresher course at head office the week after next. It’s all about our systems and procedures, and new ideas on automated technology, I think

they call it. I am sure you will cope. And I know the extra money for the job will be helpful, won’t it?
‘Yes, that’s true enough - the money will certainly be helpful - but...’
‘Good, that’s fine then. I’m glad we got that settled. Now you must excuse me,’ said Mary
Rogers standing up. ‘I have to attend to these returns due at head office by the end of next week.
Then I have some new ideas for introducing even more business and providing a detailed analysis schedule of advances that I am working on. And I am due to see Pat Gray at the solicitors some time. Always plenty to do, Jane. We must have another chat sometime.’ As
Jane left the manager’s office she reflected upon the extra money. With the new house and a large mortgage it would be very welcome.

Approximately two months later

Jane Taylor is speaking with Mary Rogers in her office.
‘I am sorry to trouble you, Miss Rogers, but it seems that Tony Jackson and I may have a clash of personalities.’
‘What do you mean, Jane?’ asked Mary Rogers.
‘Putting my own feelings to one side, I made a conscious effort not to let it affect my work or responsibilities. But he does not accept jobs I give him without a fuss and tries to pass his work onto the YTS.

He also tried to embarrass other members of staff when they are serving

customers,’ explained Jane.
‘How do you mean he embarrasses you?’

‘Among other things, he shouts to the other assistant at the far end of the office and refers to customers by nicknames to try and make us laugh.’
‘Oh dear, well we can’t have that, can we now, Jane? What have you done about it?’

‘I did try to tell him about it and told him not to be so stupid and childish, but it didn’t seem to do any good.’
‘All right, Jane, you had better leave it to me,’ sighed Mary Rogers. ‘I suppose I had better see what I can do. In the meanwhile I think you should try to learn to exercise your authority more.’

Lunchtime, three weeks later

Jane Taylor is with a friend in a local public house.
‘What’s the matter, Jane? You seem a bit down lately. You’re not still annoyed about that assistant, are you?’ asked the friend.
‘It’s not just that, but, oh I don’t know...but, yes it does upset me,’ replied Jane.
‘You remember I told you about me seeing the branch manager; well, afterwards I had another go at Jackson. I told him to concentrate on his own work, but this is often below standard and when I showed him his mistakes he just said, “What do you expect, I’m only human.”’
‘But you didn’t just leave it like that?’ inquired the friend.
‘No, a couple of days later to try and overcome the problem I took him to the staff kitchen. I told him we all had to work together and as assistant manager I had a responsibility to keep the office running smoothly, and that an effort should be made for all of us to get on with each other. If

not, I would take the matter further and report it to Miss Rogers. He just shrugged his shoulders and said, “Yeah, all right, let’s go and see Mary.”
‘So then what happened?’ asked the friend expectantly.
‘His reaction was unexpected. It threw me a bit. I think I said something like “when I’m ready” and walked away. Mind you, his work did seem to improve for a time. But then last week I told him I needed his help with this urgent job and he got all huffy with me. When I told him it was about time he grew up and stopped behaving like that he just said, “If you treat me like a piece of dirt, I’ll behave like a piece of dirt” or words to that effect.’
‘So did you go to see Miss Rogers, then?’ the friend asked.
‘I was going to. But, no, not yet. I know I really should go and see her again sometime before too long,’ replied Jane. ‘Anyhow, sorry, must dah now. We are still so busy at work - business seems to be growing all the time. See you again sometime.’

Later that same week

Mary Roger is on the telephone to head office.
‘...By the way, I have a member of staff we appointed who I think would benefit from a reminder about the importance of good supervision. I see you are running course on Human Relations next month. Can you do your usual perfect organisation and fit her in? At least we can suggest she might like to attend. She can be a bit prickly at times but I am sure with all your experience you will know hot to use the best words when you write her.”

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Ten days later

Jane Taylor meets her friend in the public house again.
‘I am glad to see you, Veronica. I was hoping I might find you here, Jane said to her friend.
‘What up, work still troubling you?’ asked Veronica. ‘I seem to remember you were going to sort things out with the manager. What did she do about that assistant of yours?’
‘Yes, I was thinking of going to see her, but then Miss Rogers called me into see her. She said that she had spoken with Tony Jackson and explained that as senior assistant I had more experience and authority than Tony, and that he should do as he was asked from now on’.
‘Good! Quite right too. That’s the way it should be,’ said Veronica. ‘So what’s the matter now?’ ‘Well his concentration and work had appeared to improve again but this attitude got even worse.
Then this last week Miss Rogers has been off sick and I am temporarily in charge of the office once again. I usually distribute the work equally in the morning and then carry out the branch manager’s duties. Sometime work comes in during the day and I distribute that straight away.
When I leave work in Jackson’s tray he usually “tuts” or make some sort of sarcastic comment as
I am returning to the manager’s office. It is so unsettling and you can sense an unpleasant atmosphere in the whole office. And it looks like another assistant, Graham Wilkins, is thinking of leaving. That would be a pity. He is so good at his job. I don’t know what to do next. Oh, and I have also been told about a course on management skills in a couple of weeks at head office. I suppose I shall have to go.”

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